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Contact Centre Hero

Posted on the 30th October 2014

A member of Lancashire Care NHS Foundation Trust’s Wellbeing and Mental Health Helpline has been awarded Contact Centre Hero of the year at a glitzy awards ceremony in Manchester.

Phil Curwen, a volunteer for the helpline which provides wellbeing and mental health support to residents across Lancashire, was given the accolade of Hero of the Year at the 9th annual North West Contact Centre Awards 2014.  The ceremony is an annual event hosted by CallNorthWest, who are part of The University of Central Lancashire (UCLan). This is the first year the Contact Centre Hero of the Year has been awarded and it represents someone who goes above and beyond their role and has a real impact on people’s lives.

Talking about his experience, Phil said:

“I have volunteered at the helpline for 10 years and find it extremely rewarding to be able to talk to people and help those in their time of need and make a difference to their lives, be it small or large.

“I initially joined the helpline as I wanted to further my knowledge relating to mental health and the support and services that are available to people. I saw an advert in the local paper for volunteers for the helpline and decided to apply and the rest, as they say, is history! The helpline provides a brilliant out of hours listening service for people who are feeling low or in distress at times when they may not be able to access other services or when they need someone to talk to. All volunteers receive training on how to handle different types of calls and how to signpost people to services when appropriate.

“Winning this award was truly an honour and is dedicated to the entire team. A great evening was had by all and I was really pleased that the NHS received recognition for the amazing work that takes place.”

Lorraine Khalaf, Wellbeing and Mental Health Helpline Manager said:

“It was a lovely evening and a privilege to be able to attend to celebrate Phil’s award. The helpline relies on volunteers such as Phil who selflessly commit their own time to help others. To win this category highlights how much of an asset our volunteers are to the helpline, and Phil in particular, and we are incredibly proud to have him as part of our team.” 

This year’s awards ceremony showed a high calibre of finalists, with the standard of entries higher than ever.  The evening was compared by author, actor and comedian, Dominic Holland, with the opening address provided  by Head of Innovation and Enterprise at UCLan, John Lonsdale who said:

“I am immensely proud of all our finalists, they are a credit to the customer management sector. This evening was a fitting celebration; it was inspiring to see the enthusiasm and passion for customer service shown by our winners, a truly exceptional evening”.

If you would like to find out more about the Wellbeing and Mental Health Helpline, or would like to volunteer, please visit

The helpline is open Monday to Friday 7pm to 11pm and Saturday and Sunday 12 midday to 12 midnight on Freephone 0300 222 5931. Calls from both landlines and mobiles will not be charged.